We performed a comparison between JIRA Service Management and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"The initial setup is straightforward."
"The stability of JIRA Service Management is good."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"The most valuable features of this solution are Incident and Request Management."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The visibility features are great."
"Technical support is pretty good."
"It's easy to scale."
"The initial setup is easy."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"Its flexibility and ease of customization are its most valuable features."
"It can adapt to any process in the organization."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"The solution is simple to set up."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"The performance in cloud service management could be improved."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"The initial setup is very complex."
"The solution needs to be integrated better with Office X5."
"Cost has prohibited us from switching entirely to this solution."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"The product's technical support services need improvement."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"Customization can be difficult at times because scripting is often required."
"Their end-user interface and technical support features could be improved."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"The solution does not interface well with other products and is difficult to implement."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
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JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. JIRA Service Management is rated 8.2, while OpenText Service Manager [EOL] is rated 7.2. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo.
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